What are the responsibilities and job description for the Customer Service Manager position at Pix For My Wall?
An excellent opportunity for an experienced Customer Service Manager to join us at Pix for My Wall.
About The Role:
The Customer Service Manager (CSM) is responsible for overseeing and improving customer service operations, ensuring that the team delivers exceptional service to clients, and resolving escalated customer inquiries. The CSM will manage a team of customer service representatives, analyze service metrics, and implement strategies to enhance overall customer satisfaction.
Responsibilities:
- Lead, mentor, and manage the customer service team, providing guidance and support.
- Set performance goals, conduct regular performance evaluations, and manage staffing needs.
- Develop training programs to ensure that the team is knowledgeable and effective in their roles.
- Ensure timely and effective resolution of customer inquiries and complaints via various channels (email, phone, chat, social media).
- Develop and enforce customer service policies and standards to maintain service consistency.
- Handle escalated customer issues and resolve complex inquiries or complaints.
- Delivers outstanding customer experience; and holds all Team Members accountable for delivering outstanding customer service.
- Maintains cleanliness of workspaces including staging area and coolers.
- Implement tools and systems to streamline the customer service process, such as CRM software or ticketing systems.
- Stay updated with industry trends and best practices to continually improve customer service strategies.
- Collaborate with other departments (e.g., sales, product development) to ensure alignment and customer-centric initiatives.
Customer Relationship Management
Build strong, long-lasting relationships with key customers and clients, addressing their needs and concerns proactively.
Act as a point of contact for high-level customer interactions and inquiries.
Gather customer feedback to influence product or service enhancements.
Skills:
- Strong leadership and people management skills
- Excellent communication and interpersonal skills
- Ability to handle difficult or escalated customer situations calmly and professionally
- Proficient in customer service software (e.g., CRM systems) and Microsoft Office Suite
- Analytical skills to interpret service metrics and customer feedback
- Strong problem-solving skills and a customer-first mindset
Candidate Requirements:
Education: Business Administration, Communications, or a related field preferred. In the absence of formal qualifications, relevant previous experience will be considered.
Experience: Minimum of 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
Benefits:
- Company pension scheme.
- $45.67 per hour.
- A vibrant, friendly office environment.
- Sick pay.
- 25% Staff Discount.
- Birthday Holiday.
- Wellbeing Support.
- Free on-site gym.
Pix For My Wall:
We are a full photography service company that specialized in family portraits, natures photos and offers studio photography as well as event/on-location photography for our customers!
Salary : $42 - $45
